MakeMyTrip - Customer Relationship Manager

MMT is at an extremely interesting phase in its journey. As we move away from the era of deep discounting and driving Market Penetration on the back of Pricing & Value - we are constantly looking at introducing powerful consumer propositions that will help drive consumer acquisition, consumer retention and consumer engagement with the platform. Such propositions will help us stay relevant and differentiated from our competition, and help us drive higher share of travel bookings - by solving for consumer problems and creating true evangelists out of our consumers.

MMT Double Black is one such proposition, which goes beyond pricing and value to offer a truly differentiated travel product to consumers. An industry first program, Double Black assures consumers of their travel bookings and cancellations, thus, taking the stress out of Advance Travel Buying Behavior. In its infancy, MMT Double Black has already created quite a few loyalists and managed to drive stickiness of these consumers on the MMT Platform. We are looking for a person to champion the product and be the owner of the program, as we look at scaling the program further.

Areas of Responsibility:

1. Lead and own the program, drive growth and manage overall P&L of the program

2. Constant P&L management to deliver growth, consumer attractiveness, yet build a profitable program

3. Set out channels of consumer acquisition for the program, and acquire customers in line with overall P&L goals

4. Design and execute marketing communications/ programs to cross-sell and up sell to current customers

5. Develop, evaluate, monitor and report CRM/retention KPIs and metrics to ensure successful tracking of programs and services. Implementation of ongoing improvements to conversion, retention and CRM marketing campaigns and programs, increasing customer lifetime and maximizing customer lifetime value.

Cross-Functional Interlinkages:

1. Product Team

2. Revenue Teams

3. Marketing Teams

4. Very high visibility Senior Leadership Team